アディダス ジャパン株式会社 - Team Leader Order Fulfillment

Description: 

Key Responsibilities:

Work to maintain satisfactory communication on consumer matters such as inquiries and strengthen the link between the brand/business and consumers.

Provide information to consumers on inquiries related to products and inquiries on operation/marketing measures promptly and also solve consumer-related issues/complaints smoothly and appropriately.


【Quality improvement of consumer response】

Maintain/improve consumer satisfaction by handling consumer’s expectations in a fair manner.

Provide information and instruct/manage consumer response as a contact person of consumer/store related inquiries of the outsourcing vendor (Call Center)

・Monitor quality of Call Center work and their staffs as KPI

・Manage Call Center workflow and revise the workflow on an as needed basis

・Deal with serious complaints in a sincere/fair manner and minimize the business impact and also increase consumer’s trust in the brand.

・Analyze consumer’s inquiry trend and suggest further optimal scheme of consumer response


【Management and effective utilization of internal/external information】

Give relevant departments feedback of consumer requests/complaints ...